IT Support Engineer

About MP Biomedicals:

MP Biomedicals is a global life science company with headquarters in California and regional offices across the globe. The company offers a diverse portfolio of life science products, fine chemicals, and diagnostics used in industries ranging from basic research to clinical diagnostics and pharmaceuticals. Over the past 50 years, we have provided quality tools and expert services to assist our customers in making breakthrough discoveries and achieving scientific excellence.

Company Mission Statement:

Our mission is to empower global research that unlocks life-changing solutions and inspires a meaningful life.

Company Values:

• Respect
• Meaningful Work
• Career Development
• Accountability
• Honesty
  
  

Primary Function (why does the role exists?):

This role will serve as the first level of contact between users and the IT team. The IT Support Engineer will document troubleshoot break/fix issues, and fulfill services within a specified service-level-agreement (SLA) to meet our user’s needs and support successful and smooth manufacturing operations. The candidate will document and escalate issues and service requests when necessary. The role will be responsible for configuring and deploying end-user computing devices, peripherals, desk phones, mobile devices, and supporting applications according to the MP Biomedicals standards. The candidate will maintain accurate inventory of our workstations, mobile devices, peripherals, applications, and printing supplies. This position will be based in Solon and will primarily serve the Americas and EMEA. However, as a member of a global team, the candidate may need to provide support to all other regions in the world when needed.

Job Description:

• Document and route incoming user requests through the service desk ticketing system, service desk hotline, instant messages, and walk ups.
• Troubleshoot break/fix requests and fulfill service requests on site or by utilizing remote tools according to our predefined SLA. Document and escalate issues and requests to the next tier when necessary.
• Build and deploy end-user workstations following a predefined script, setting up the workstation, phones, peripherals, and installing and configuring our standard applications to the end-user. This also includes utilizing advanced management tools, managing Active Directory user accounts and associated group policies, managing anti-virus/anti-malware/OS patches and updates, and creating standard process and procedures for the continual improvement of customer services.
• Process user On-boarding and Off-boarding requests by following a predefined script.
• Maintain knowledge base articles by auditing existing articles and adding new documentation as necessary.
• Maintain the functionality of our printers by changing toner/waste toner and coordinating onsite support requests with our partners.
• Assist end-users with access issues such as password resets and unlocking locked accounts.
• Administer Active Directory, adding/deleting users, password resets, and administering group policies.
• Coordinate and lead end-user training.
• Keep an accurate inventory of equipment and applications.
• Work with partners to request and/or escalate onsite/offsite repair requests for our equipment.
• Become the subject matter expert on assigned applications.
• Perform regular audits of IT Equipment, and systems in use.
• Complete assigned projects tasks as assigned by the project manager.
• Complete weekly and daily maintenance checklists as assigned.
• Cross-train across related functions to ensure operational flexibility and team coverage.
• Maintain a foundational understanding of this position and other similar roles to provide support during staff absences, peak demand, or special projects.
• Perform all other duties as assigned, including any additional responsibilities necessary to support the success of the department and organization.
  
  

Education and Experience:

• 5 years’ experience supporting a corporate environment of 150 users and supporting remote facilities and personnel in different time zones.
• Bachelor’s degree preferred.
• Familiarity with virtualization (VMWare).
• Basic understanding of network L2/L3 Switches and routing methodologies.
• Experience conducting work based on assignments from the helpdesk ticketing system. Follow-up and on-time reporting are critical.
• CompTIA A or Microsoft MCSA certification highly desired.
• Must have experience with Active Directory, administration, deploying and managing O365, supporting Win 10/11, Teams Phone System.
• Must have excellent technical knowledge of end user device management including peripherals and mobile devices.
• Demonstrated experience working with a team as well as independently. This role is singular to the region, however awareness of when to escalate is important.
• Excellent communication and customer service skills.
• Ability to effectively collaborate with and support associates in other time zones.
• Good to have: Door access management experience.
  
  

Work Environment:

• Office environment but will be required to work on shop floor as required to install equipment, troubleshoot, assist users.
• Ability to crawl under workstations as needed to install equipment, cables, troubleshooting, etc.
• Lifting light to moderate levels
• Ability to be flexible to support other regions when the need arises.
  
  

MP Biomedicals Benefits:

• Bonus Pay
• Monthly Childcare Credit
• Free breakfast on Mondays
• Free Catered Lunches Tuesday-Friday
• Paid Vacation
• Paid PTO Hours
• 10 Paid Company Holidays per Year
• 401k with Company Match
• Competitive Healthcare Benefits
• HSA
• Company Paid Life Insurance and Short-term Disability
• Learning and Development Program
• Employee Referral Program
• Employee Assistance Program
• Employee Discounts
• And so much more!